Friends Who Are Going

Friends Attending

Friends Attending

Friends Attending

Description

Do you want to treat vulnerable customers with respect, achieve your commercial goals, and comply with industry codes and law?

Join the growing number of frontline and specialist staff who have completed our practical training.

Improve your knowledge, skills and confidence in dealing with customers who may have a vulnerability

Gain an understanding of different types of vulnerability, including mental health conditions

Learn practical steps to follow that reflect key guidelines and the law

Course aims

To improve the knowledge, skills and confidence of delegates when working with customers who may be vulnerable

To practice using these new skills in the context of your role

Course objectives

This course aims to enable trainees to understand:

key factors that may impact on vulnerability and categories of vulnerability

statutory principles under the Mental Capacity Act, including which individuals may act in a legal capacity for the debtor

the five components of the TEXAS acronym as a tool for dealing with vulnerable factors

the four points of the Compass technique as a tool for understanding the significance of the vulnerability presented

different pathways for debtors to obtain free, independent, money advice

Pre-course work

The course fee includes free access to the Vulnerabilities e-learning, which is required pre-course work.

The module provides an essential introduction to the concept of vulnerability and explains steps to identify and support vulnerable customers. You’ll also cover potential barriers for vulnerable customers making a disclosure and ways to overcome these, and recognise relevant legislation and the role of the FCA.

On the day

Lunch will be provided and teas and coffees will be available throughout the day.